Mumbai: The Brihanmumbai Municipal Corporation has launched a new digital platform called the Management and Redressal of Grievances (MARG) system, aimed at improving how citizen complaints are registered, tracked, and resolved across the city.
The system is designed as a centralised grievance redressal platform, bringing together multiple complaint channels into a single interface to ensure faster and more efficient resolution of civic issues.
Unified Complaint System
With the launch of MARG, residents can now lodge complaints through various platforms, including:
- BMC’s official website
- Helpline number 1916
- Mobile applications
- WhatsApp chatbot
- Social media platforms
All complaints will be integrated into one system, eliminating duplication and ensuring that issues are routed directly to the concerned department.
Real-Time Tracking and Transparency
One of the key features of the MARG system is real-time tracking of complaints, allowing citizens to monitor the status of their grievances from submission to resolution.
The platform also uses Geographic Information System (GIS) technology to map complaint locations, helping officials respond more accurately and efficiently.
Additionally, civic officials will have access to live dashboards that display pending complaints, priority levels, and resolution timelines, improving accountability within departments.
Wide Range of Complaint Categories
The system supports over 100 types of civic complaints, covering issues such as potholes, water supply, drainage, waste management, and encroachments.
This ensures that residents can easily register concerns across multiple civic services without confusion or delays.
Aim: Faster Resolution and Better Governance
Officials said the main objective of the MARG system is to:
- Reduce complaint resolution time
- Improve coordination between departments
- Enhance transparency and accountability
- Increase citizen satisfaction
By consolidating all grievance channels, the BMC aims to move towards a more data-driven and responsive governance model.
Future Expansion Plans
Authorities indicated that the platform will be further expanded in the next phase by integrating it with other government portals such as PMOPG and Aaple Sarkar, along with introducing citizen feedback mechanisms after complaint resolution.
Bigger Picture
The launch of the MARG system reflects a broader push by civic authorities to digitise public services and improve urban governance in Mumbai.
If implemented effectively, the platform could significantly enhance how civic issues are handled, making the grievance redressal process more efficient, transparent, and citizen-centric.
